IT Field Services Team Lead

4 days ago

Flagstaff, Arizona, United States Northern Arizona Healthcare Full time
Job Description

At Northern Arizona Healthcare, we strive to provide exceptional patient care and service to our community. As an IT Field Services Team Lead - Operations Manager, you will play a vital role in achieving our goals by overseeing the daily operations and projects of our Field Services team. Your leadership skills and technical expertise will inspire the team to perform at their best, empowering them to improve their product knowledge, confidence, teamwork, troubleshooting, and customer service skills.


Responsibilities

  • Develop and provide technical coaching and mentoring to Field Service Technicians to ensure they have the skills and knowledge needed to excel in their roles.
  • Maintain Knowledge Base articles and support documentation in ServiceNow to ensure that our team has access to accurate and up-to-date information.
  • Develop and maintain SOPs for the Field Services team to ensure that our processes are efficient and effective.
  • Oversee desktop configuration management at a Field Services level to ensure that our desktops and laptops are properly configured and supported.
  • Oversee day-to-day operations of the Field Services team to ensure that our service levels are met.
  • Ensure accurate inventory of all desktop and mobile devices to prevent any potential issues.
  • Maintain supplies and inventory of equipment for day-to-day operations to ensure that our team has what they need to perform their jobs.
  • Perform service recoveries and root cause analysis when needed to identify and resolve any issues that may arise.
  • Provide highest quality professional end-user support to ensure that our customers receive excellent service.
  • Ensure Field Service incident and request SLAs are achieved on a consistent basis to meet our service level agreements.
  • Train and provide support to other Field Service Technicians on new technology implementations to ensure that they have the skills and knowledge needed to support our customers.
  • Provide assessments of IT processes and make recommendations for improvements to ensure that our processes are efficient and effective.
  • Build and maintain positive, constructive partnering relationships with NAH colleagues to ensure that we are working together to achieve our goals.
  • Provide and monitor operational status and statistics regarding technology hardware solutions to the Field Services Manager to ensure that we are meeting our service level agreements.
  • Leads and coordinates project related work to ensure that our projects are completed on time and within budget.
  • Manage resource scheduling and back-up support to ensure that our team has the resources they need to perform their jobs.
  • Responsible for special functions and duties as directed by management.

Qualifications

To be successful in this role, you will need to have:



  • Bachelor's degree in Computer Science/Information Systems or related field OR equivalent education/experience.
  • 4+ years of IT experience, with at least 4 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
  • 1+ years of managing Field Services related projects of various sizes.
  • Extensive experience working with Windows based operating systems.
  • Advanced knowledge of Microsoft Active Directory users and computers.
  • Advanced knowledge and experience with web browsers such as Edge, Chrome, etc.
  • Proven capability to learn new technologies and processes.
  • Ability to prioritize and manage multiple milestones and projects efficiently.
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
  • Strong work ethic and emphasis on attention to details.
  • Demonstrated ability to consistently deliver exceptional customer service and outstanding problem-solving.
  • Knowledge of network security practices and anti-virus programs.
  • Strong understanding of IT best practices and standards.
  • Highly proficient with a Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
  • Knowledge and experience with Enterprise desktop management system such as Microsoft System Center Configuration Manager.

The salary for this role is estimated to be around $85,000 - $110,000 per year, depending on experience and qualifications. We offer a competitive benefits package, including health insurance, retirement savings plan, and paid time off. If you are a motivated and experienced IT professional looking for a new challenge, please submit your application.

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